The Augmented Contact Center

About this session

AI isn’t just transforming customer-facing chatbots—it’s also empowering human agents behind the scenes. This panel will explore how AI-powered copilots are providing real-time recommendations, automatic call summarization, sentiment analysis, and instant knowledge retrieval to boost agent productivity. Panelists will discuss how companies are deploying these tools in contact centers, measuring improvements in resolution time and customer satisfaction, and balancing automation with the human touch. Expect insights into the platforms and strategies that are redefining the modern contact center and helping organizations deliver faster, more consistent, and more empathetic support at scale.